Returns, Refunds & Exchanges Policy

Nyenyezi Books

1. Introduction

At Nyenyezi Books, we take pride in the quality of our publications and are committed to ensuring that every order reaches our customers in good condition.

This Returns, Refunds & Exchanges Policy applies to all physical books purchased directly from Nyenyezi Books through our official website, WhatsApp Business account or other authorised direct-sales channels.

2. General Returns Policy

All book sales are final, except where a return, refund or exchange is required by applicable law or expressly authorised by Nyenyezi Books.

We do not ordinarily accept returns or exchanges for:

Changes of mind or personal preferences.
Books purchased in error by the customer.
Books that the customer no longer wishes to keep.
Books that have been read, used or damaged after delivery, where the damage is not attributable to Nyenyezi Books.
Dissatisfaction with a book's content, subject to applicable consumer rights.

Under section 42(2)(h) of ECTA, books are excluded from the ordinary seven-day cooling-off right applicable to certain electronic transactions.

This exclusion does not affect other statutory cancellation, refund or return rights.

3. Order Cancellations

3.1 Cancellations Before Dispatch

Customers wishing to cancel an order must notify Nyenyezi Books in writing as soon as possible.

Where a cancellation is accepted before dispatch, Nyenyezi Books will refund the amount paid, subject to any lawful charges and applicable statutory rights.

3.2 Cancellations After Dispatch

Once an order has been dispatched, cancellations or returns requested solely due to a change of mind will not ordinarily be accepted.

Where Nyenyezi Books agrees, at its sole discretion, to accept such a cancellation or return:

The customer will be responsible for the original delivery charge, including the reasonable actual dispatch cost incurred where delivery was initially offered free of charge.
The customer will be responsible for return courier charges.
The book must be returned unused, undamaged and in its original resaleable condition.
Nyenyezi Books may deduct reasonable, actual delivery and return costs from the refund where lawfully permitted and agreed as part of the discretionary return.
Any refund will be processed after the returned book has been received and inspected.

These conditions do not apply where a customer exercises a statutory cancellation or return right that prohibits such charges.

4. Damaged, Defective or Incorrect Books

If a customer receives a damaged, defective or incorrectly supplied book, they should contact Nyenyezi Books at info@nyenyezibooks.co.za.

We encourage customers to report visible delivery damage or incorrect items within seven (7) calendar days of receiving their order to facilitate prompt resolution.

Customers should provide:

Their order number or proof of purchase.
A description of the issue.
Photographs of the affected book and packaging, where available.

The seven-day reporting period is an administrative guideline only and does not limit statutory consumer rights.

Under section 56 of the CPA, customers may return goods that fail to meet applicable statutory quality standards within six months of delivery, at the supplier's risk and expense, and elect a remedy provided by law, including replacement or refund.

Where an incorrect book has been supplied, Nyenyezi Books will arrange an appropriate correction or remedy in accordance with applicable law.

Customers will not be charged return or replacement courier costs where the return arises from a defect, incorrect supply or other circumstances for which Nyenyezi Books is legally responsible.

5. Exchanges

Nyenyezi Books does not ordinarily offer exchanges for books purchased in error or where a customer changes their mind.

Exchanges may be considered at our discretion, subject to stock availability, the condition of the returned book and any applicable delivery charges.

Where a book is defective or incorrectly supplied, the customer's statutory rights will take precedence over this discretionary exchange policy.

6. Refunds

Where a refund is approved or legally required, Nyenyezi Books will notify the customer and arrange payment through the original payment method wherever reasonably possible.

For discretionary refunds, processing will ordinarily take between seven (7) and fourteen (14) business days following approval and receipt of any required returned goods.

Where legislation prescribes a different refund period, the statutory period will apply.

Nyenyezi Books reserves the right to verify payment details and request reasonable information necessary to process a refund securely.

Refunds arising from discretionary returns may be subject to lawful deductions expressly communicated to and agreed with the customer.

No unlawful deductions or penalties will be imposed on statutory refunds.

7. Delivery Charges and Return Courier Costs

Delivery charges are calculated according to the customer's delivery location, the size of the order and the applicable courier service.

Delivery charges will be communicated before payment is completed.

Where a customer requests a discretionary cancellation or return after dispatch, the customer will be responsible for reasonable original delivery and return courier charges, subject to applicable law.

Where a return arises from defective goods, an incorrect order or another circumstance for which Nyenyezi Books is legally responsible, Nyenyezi Books will bear the applicable return or replacement delivery costs.

Customers are requested not to return books without first contacting Nyenyezi Books for return instructions.

8. Unsuccessful Deliveries and Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

Where a delivery is unsuccessful because the customer provided an incorrect address, was unavailable to receive the order or failed to make reasonable arrangements for delivery, additional courier charges may apply.

Nyenyezi Books will communicate any applicable redelivery charges before arranging a further delivery attempt.

Where a parcel is returned to Nyenyezi Books due to an unsuccessful delivery attributable to the customer, the customer may be required to pay reasonable additional delivery costs before the order is resent.

These provisions do not limit any statutory rights or apply where the unsuccessful delivery is attributable to Nyenyezi Books or its delivery arrangements.

9. Lost or Undelivered Orders

If an order has not arrived within the communicated delivery period, customers should contact Nyenyezi Books so that we can investigate with the relevant courier service.

Where an order is confirmed lost in transit before delivery to the customer, Nyenyezi Books will arrange an appropriate replacement or refund in accordance with applicable law.

Customers will not be held responsible for losses occurring before delivery where the risk of loss remains with Nyenyezi Books under applicable law.

If Nyenyezi Books cannot fulfil an order because the requested title is unavailable, the customer will be notified and offered an appropriate refund in accordance with applicable legislation.

10. Pre-orders and Special Orders

Where books are offered for pre-order, estimated publication and delivery dates will be communicated at the time of purchase.

These dates may change due to printing, production, distribution or other circumstances beyond Nyenyezi Books' reasonable control.

Customers will be notified of material changes affecting their orders.

Cancellation and refund requests relating to pre-orders and special orders will be assessed in accordance with the agreed terms and applicable statutory rights.

11. Purchases Through Third-Party Retailers

This policy applies only to purchases made directly from Nyenyezi Books.

Customers who purchase Nyenyezi Books publications through Exclusive Books, independent bookshops or other third-party retailers should contact the retailer from whom the purchase was made regarding returns and refunds.

The relevant retailer's terms and applicable consumer protection legislation will govern those transactions.

12. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to customers under applicable South African legislation.

Where any provision of this policy conflicts with mandatory consumer protection legislation, the applicable legislation will prevail.

Nyenyezi Books reserves the right to update this policy from time to time. The version applicable to a purchase will be determined by the terms lawfully agreed at the time of that transaction, subject to applicable law.

13. Contact Information

For questions, returns, refunds or delivery enquiries, please contact: